# Genesys Cloud CX vs NiCE CXone Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Genesys Cloud CX excels in **customization** , allowing organizations to tailor call flows and routing to their specific needs. Users appreciate how this flexibility has been invaluable for their unique operational requirements.
- **Users say** that NiCE CXone Mpower provides a seamless experience with its **integrated platform** , making it easier to manage customer interactions. Reviewers highlight the real-time insights and automation features that help teams respond more quickly to customer needs.
- **According to verified reviews** , Genesys Cloud CX has a more favorable **overall satisfaction score** , reflecting its strong market presence and user-friendly design. Users have noted the practical, agent-friendly improvements, particularly in AI-powered automation that enhances operational efficiency.
- **Reviewers mention** that while NiCE CXone Mpower offers robust features for performance evaluation and activity tracking, it sometimes struggles with **configuration challenges** that can hinder user experience. This has been a point of concern for some users who seek a more intuitive setup.
- **G2 reviewers highlight** that Genesys Cloud CX's cloud-based nature eliminates the need for installation, making it accessible and easy to use. This aspect has been particularly appreciated by users who value convenience and quick access to the platform.
- **Users report** that NiCE CXone Mpower shines in areas like **call monitoring** and **agent availability** , with high ratings for these features. Reviewers find these tools essential for maintaining high service levels and ensuring agents are effectively utilized throughout the day.



| | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 1,543 | 1,730 | 
| **Largest Market Segment** | Mid-Market (46.2% of reviews) | Mid-Market (52.7% of reviews) | 
| **Entry Level Price** | No pricing available | Starting at $110.00 1 Agent Per Month | 

---
## Top Pros & Cons

### Genesys Cloud CX

Pros:
- Ease of Use (144 reviews)
- Features (103 reviews)

Cons:
- Limited Features (58 reviews)
- Missing Features (55 reviews)

### NiCE CXone

Pros:
- Ease of Use (38 reviews)
- Features (27 reviews)

Cons:
- Call Issues (14 reviews)
- Technical Issues (14 reviews)

---
## Ratings Comparison
| Rating | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
  | **Meets Requirements** | 8.6 (1069 reviews) | 8.7 (1193 reviews) | 
  | **Ease of Use** | 8.9 (1105 reviews) | 8.7 (1211 reviews) | 
  | **Ease of Setup** | 8.4 (663 reviews) | 8.0 (453 reviews) | 
  | **Ease of Admin** | 8.5 (611 reviews) | 8.3 (439 reviews) | 
  | **Quality of Support** | 8.2 (1025 reviews) | 8.3 (1113 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (604 reviews) | 8.2 (436 reviews) | 
  | **Product Direction (% positive)** | 8.7 (972 reviews) | 8.2 (1109 reviews) | 

---
## Pricing

### Genesys Cloud CX

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### NiCE CXone

#### Entry-Level Pricing

Plan: CXone Omnichannel Suite

Price: Starting at $110.00 1 Agent Per Month

Description: Includes both Digital and Voice Agent plus

Key Features:
- Omnichannel blended routing for digital and voice​
- Universal queue with concurrent interaction handling​
- Voice and digital capture, storage, search and playback​

[Browse all 5 editions](https://www.g2.com/products/nice-cxone/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **NiCE CXone** | 8.7/10 | 12 |

#### Ticket and Case Management

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.6 (7 reviews) | 
| **Ticket response user experience** | Not enough data | 8.3 (7 reviews) | 
| **Workflow** | Not enough data | 8.6 (7 reviews) | 
| **Response Automation** | Not enough data | 8.8 (7 reviews) | 
| **SLA Management** | Not enough data | 7.9 (7 reviews) | 
| **Attachments/Screencasts** | Not enough data | 8.6 (7 reviews) | 
| **Ticket Collaboration** | Not enough data | 8.6 (7 reviews) | 
| **Customer and Contacts Database** | Not enough data | 8.8 (7 reviews) | 

#### Generative AI

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Customer Portal** | Not enough data | 9.4 (6 reviews) | 
| **Email to Case** | Not enough data | 9.5 (7 reviews) | 
| **Chat/Live Support** | Not enough data | 9.0 (7 reviews) | 
| **Social Integration** | Not enough data | 7.8 (6 reviews) | 
| **Voice** | Not enough data | 8.8 (7 reviews) | 

#### Platform

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Mobile User Support** | Not enough data | 8.3 (7 reviews) | 
| **Customization ** | 8.4 (175 reviews) ✓ Verified | 9.1 (11 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.8 (7 reviews) | 
| **Integration** | Not enough data | 8.8 (7 reviews) | 
| **Reporting** | Not enough data | 8.8 (7 reviews) | 
| **Dashboards** | Not enough data | 8.3 (7 reviews) | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.1/10 | 30 |
| **NiCE CXone** | N/A | N/A |

#### Messenger

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Sequencing** | 8.8 (23 reviews) | Not enough data | 
| **AI** | 9.1 (26 reviews) | Not enough data | 
| **Live Chat** | 9.1 (25 reviews) | Not enough data | 
| **Customization Interface** | 8.5 (25 reviews) | Not enough data | 

#### Channels

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Social Media** | 9.0 (24 reviews) | Not enough data | 
| **Website** | 9.1 (23 reviews) | Not enough data | 
| **Text Message (SMS)** | 9.2 (22 reviews) | Not enough data | 
| **Voice Assistants** | 8.9 (21 reviews) | Not enough data | 
| **Other** | 9.2 (20 reviews) | Not enough data | 

#### Customers

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Targeting** | 8.9 (27 reviews) | Not enough data | 
| **Profiles** | 8.6 (24 reviews) | Not enough data | 
| **Analytics** | 9.1 (25 reviews) | Not enough data | 
| **Lead Gathering** | 8.7 (23 reviews) | Not enough data | 
| **Sales Conversion** | 9.2 (24 reviews) | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.8/10 | 197 |
| **NiCE CXone** | 9.0/10 | 412 |

#### Dialing Options

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Preview Dialing** | 8.9 (145 reviews) | 8.9 (311 reviews) ✓ Verified | 
| **Progressive Dialing** | 8.9 (129 reviews) | 9.0 (287 reviews) ✓ Verified | 
| **Predictive Dialing** | 9.0 (7 reviews) | Not enough data | 

#### Agent Tools

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Whisper Coaching ** | 8.6 (125 reviews) | 9.0 (263 reviews) ✓ Verified | 
| **Callback Scheduling ** | 8.7 (139 reviews) | 8.9 (276 reviews) ✓ Verified | 
| **Call Recording ** | 9.2 (163 reviews) | 9.2 (313 reviews) ✓ Verified | 

#### Automation

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Voice Activity Detection** | 8.6 (121 reviews) | 8.8 (230 reviews) ✓ Verified | 
| **Interactive Voice Response (IVR)** | 9.2 (148 reviews) | 9.0 (247 reviews) ✓ Verified | 
| **Call Scrubbing** | 8.7 (109 reviews) | 8.9 (210 reviews) ✓ Verified | 

#### Agentic AI - Auto Dialer

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | 9.2 (6 reviews) | Not enough data | 
| **Cross-system Integration** | 8.6 (6 reviews) | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | Not enough data | 
| **Compliance Monitoring** | Not enough data | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | 8.7 (5 reviews) | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **NiCE CXone** | 8.4/10 | 7 |

#### Administration

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Database Management ** | Not enough data | 9.0 (7 reviews) | 
| **Data Workflows** | Not enough data | 8.8 (7 reviews) | 
| **Issue Management** | Not enough data | 8.3 (7 reviews) | 

#### Knowledge Management

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.8 (7 reviews) | 
| **Publishing Workflows** | Not enough data | 7.6 (7 reviews) | 
| **Analytics** | Not enough data | 8.1 (7 reviews) | 

#### Compliance

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.1 (7 reviews) | 
| **Data Governance** | Not enough data | 8.1 (7 reviews) | 
| **Compliance** | Not enough data | 9.0 (7 reviews) | 
| **Auditing** | Not enough data | 7.4 (7 reviews) | 

#### Customer Support

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Intelligent Search** | Not enough data | 7.9 (7 reviews) | 
| **Suggestions** | Not enough data | 8.1 (7 reviews) | 
| **Decision Trees** | Not enough data | 7.6 (7 reviews) | 

#### Data Security

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.3 (7 reviews) | 
| **Data Transport** | Not enough data | 8.6 (7 reviews) | 
| **Access Management** | Not enough data | 8.3 (7 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 8.8 (7 reviews) | 

#### Administration

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Integrations** | Not enough data | 8.8 (7 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.8 (7 reviews) | 
| **Performance and Reliability** | Not enough data | 8.6 (7 reviews) | 

#### Generative AI

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.2/10 | 194 |
| **NiCE CXone** | 8.2/10 | 347 |

#### Quality Assurance

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Evaluation** | 8.8 (160 reviews) | 9.0 (253 reviews) | 
| **Calibration** | 8.6 (150 reviews) | 9.0 (237 reviews) | 
| **Reports** | 7.8 (161 reviews) | 8.8 (263 reviews) | 

#### Engagement

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Feedback** | 8.5 (139 reviews) | 9.0 (238 reviews) | 
| **Dashboards** | 8.2 (160 reviews) | 9.0 (250 reviews) | 
| **Training** | 8.2 (148 reviews) | 8.8 (238 reviews) | 

#### Performance

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Integrations** | 8.5 (155 reviews) | 8.9 (238 reviews) | 
| **Compliance** | 9.0 (153 reviews) | 9.2 (256 reviews) | 

#### Generative AI

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **AI Text Generation** | 7.1 (33 reviews) | 5.2 (18 reviews) | 
| **AI Text Summarization** | 7.5 (33 reviews) | 5.4 (18 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 520 |
| **NiCE CXone** | 8.6/10 | 854 |

#### Channels

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Voice** | 9.1 (354 reviews) ✓ Verified | 9.1 (627 reviews) ✓ Verified | 
| **Social** | 8.3 (208 reviews) | 8.5 (326 reviews) ✓ Verified | 
| **Web Chat** | 8.6 (240 reviews) ✓ Verified | 8.5 (352 reviews) ✓ Verified | 
| **Mobile SMS** | 8.3 (206 reviews) ✓ Verified | 8.3 (296 reviews) ✓ Verified | 
| **Email** | 8.3 (239 reviews) ✓ Verified | 8.5 (350 reviews) ✓ Verified | 

#### Generative AI

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **AI Text-to-Speech** | 7.9 (69 reviews) | 7.0 (48 reviews) | 

#### Functions

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Session Routing** | 8.8 (394 reviews) ✓ Verified | 8.8 (653 reviews) ✓ Verified | 
| **Session Queuing** | 8.8 (403 reviews) ✓ Verified | 9.0 (692 reviews) ✓ Verified | 
| **Concurrent Calling** | 8.8 (340 reviews) ✓ Verified | 8.9 (547 reviews) ✓ Verified | 
| **Speech Analytics** | 8.3 (236 reviews) ✓ Verified | 8.7 (386 reviews) ✓ Verified | 
| **Auto Dialer** | 8.5 (244 reviews) ✓ Verified | 8.8 (458 reviews) ✓ Verified | 
| **IVR** | 9.1 (317 reviews) ✓ Verified | 8.9 (553 reviews) ✓ Verified | 
| **Inbound Screen Pop** | 8.8 (304 reviews) ✓ Verified | 8.8 (556 reviews) ✓ Verified | 
| **Persistent Data** | 8.6 (244 reviews) | 8.7 (497 reviews) ✓ Verified | 

#### Agentic AI - Contact Center

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | 6.7 (10 reviews) | 8.1 (6 reviews) | 
| **Cross-system Integration** | 8.0 (11 reviews) | 7.8 (6 reviews) | 
| **Natural Language Interaction** | 7.4 (12 reviews) | 8.3 (6 reviews) | 
| **Proactive Assistance** | 6.7 (10 reviews) | 7.8 (6 reviews) | 

#### Administrative

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Session Summary Notes** | 8.3 (356 reviews) ✓ Verified | 8.6 (516 reviews) ✓ Verified | 
| **Administrator Access** | 8.8 (402 reviews) ✓ Verified | 8.9 (546 reviews) ✓ Verified | 
| **Reporting & Dashboards** | 7.5 (440 reviews) ✓ Verified | 8.6 (643 reviews) ✓ Verified | 
| **Session Recording** | 8.8 (287 reviews) ✓ Verified | 9.0 (513 reviews) ✓ Verified | 
| **Agent Scheduling and Assignment** | 8.5 (261 reviews) | 8.9 (432 reviews) ✓ Verified | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.0/10 | 46 |
| **NiCE CXone** | N/A | N/A |

#### Responses

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Personalization** | 9.2 (35 reviews) | Not enough data | 
| **Route To Human** | 9.4 (36 reviews) | Not enough data | 
| **Natural Language Understanding (NLU)** | 8.6 (33 reviews) | Not enough data | 

#### Automation - AI Agents

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Sales Follow-Up** | 9.1 (9 reviews) | Not enough data | 
| **Customer Interaction Automation** | 9.2 (10 reviews) | Not enough data | 
| **Lead Generation** | 8.3 (8 reviews) | Not enough data | 
| **Document Processing** | 8.5 (8 reviews) | Not enough data | 
| **Feedback Collection** | 9.0 (10 reviews) | Not enough data | 

#### Platform

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Conversation Editor** | 8.8 (35 reviews) | Not enough data | 
| **Integration** | 9.3 (37 reviews) | Not enough data | 
| **Human-In-The-Loop** | 9.1 (33 reviews) | Not enough data | 

#### Autonomy -  AI Agents

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Independent Decision Making** | 9.0 (10 reviews) | Not enough data | 
| **Adaptive Responses** | 9.2 (10 reviews) | Not enough data | 
| **Task Execution** | 8.9 (9 reviews) | Not enough data | 
| **Problem Solving** | 8.9 (9 reviews) | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | 9.0 (5 reviews) | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 75 |
| **NiCE CXone** | N/A | N/A |

#### Responses

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Customization** | 8.7 (60 reviews) | Not enough data | 
| **Control** | 8.8 (58 reviews) | Not enough data | 
| **Route To Human** | 9.1 (60 reviews) | Not enough data | 
| **Menu bars** | 8.5 (61 reviews) | Not enough data | 
| **Drip sequences** | 8.3 (55 reviews) | Not enough data | 

#### Platform

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Live chat** | 9.0 (59 reviews) | Not enough data | 
| **Integrations** | 8.8 (64 reviews) | Not enough data | 
| **Branding** | 9.0 (56 reviews) | Not enough data | 
| **Analytics** | 8.6 (62 reviews) | Not enough data | 
| **A/B testing** | Feature Not Available | Not enough data | 
| **Role-based access** | 8.9 (62 reviews) | Not enough data | 
| **Collection of information** | 8.7 (57 reviews) | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **AI Text Generation** | 8.6 (29 reviews) | Not enough data | 
| **AI Text Summarization** | 8.6 (29 reviews) | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.4/10 | 201 |
| **NiCE CXone** | 9.0/10 | 392 |

#### Workforce Management

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Agent Availability** | 8.7 (173 reviews) | 9.3 (289 reviews) ✓ Verified | 
| **Skills Management** | 8.6 (163 reviews) | 9.2 (280 reviews) ✓ Verified | 
| **Shift Scheduling** | 8.5 (154 reviews) | 8.9 (226 reviews) ✓ Verified | 
| **Agent Self-Service** | 8.2 (151 reviews) | 9.0 (227 reviews) ✓ Verified | 
| **Mobile Access** | 8.0 (119 reviews) | 8.6 (177 reviews) ✓ Verified | 

#### Administration

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Automation** | 8.1 (145 reviews) | 8.9 (230 reviews) ✓ Verified | 
| **Performance Analysis** | 8.5 (164 reviews) | 9.2 (271 reviews) ✓ Verified | 
| **Dashboards** | 8.4 (172 reviews) | 9.0 (295 reviews) ✓ Verified | 
| **Forecasting** | 8.0 (145 reviews) | 8.7 (220 reviews) ✓ Verified | 
| **Intraday Management** | 8.5 (153 reviews) | 9.0 (227 reviews) ✓ Verified | 

### Co-Browsing

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.2/10 | 27 |
| **NiCE CXone** | N/A | N/A |

#### Administration

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Access Control** | 9.2 (25 reviews) | Not enough data | 
| **Web Page Navigation** | 8.9 (24 reviews) | Not enough data | 
| **Real Time Assistance** | 9.2 (23 reviews) | Not enough data | 

#### Security

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Data Security** | 9.3 (24 reviews) | Not enough data | 
| **Data Masking** | 9.4 (23 reviews) | Not enough data | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.0/10 | 49 |
| **NiCE CXone** | N/A | N/A |

#### Messaging Channels

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **SMS Messaging** | 9.0 (31 reviews) | Not enough data | 
| **Email** | 9.2 (32 reviews) | Not enough data | 
| **Voice Messaging** | 9.2 (34 reviews) | Not enough data | 
| **Two way messaging** | 9.0 (33 reviews) | Not enough data | 

#### Administration

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Scheduling** | 9.0 (35 reviews) | Not enough data | 
| **Triggered Notifications** | 8.9 (33 reviews) | Not enough data | 
| **Segmentation** | 8.7 (33 reviews) | Not enough data | 
| **Integrations** | 9.0 (37 reviews) | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.1/10 | 189 |
| **NiCE CXone** | 8.9/10 | 40 |

#### Platform

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Omnichannel** | 8.7 (152 reviews) | 8.6 (32 reviews) | 
| **Mobile Access** | 7.8 (132 reviews) | 7.5 (27 reviews) | 
| **Queue Management** | 8.9 (167 reviews) | 8.8 (34 reviews) | 
| **Call Routing** | 9.2 (170 reviews) | 9.2 (38 reviews) | 
| **Call Back** | 8.8 (165 reviews) | 8.6 (35 reviews) | 
| **IVR** | 9.2 (163 reviews) | 9.4 (31 reviews) | 
| **Automatic Call Distribution** | 9.1 (164 reviews) | 9.3 (37 reviews) | 

#### Generative AI

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **AI Text-to-Speech** | 7.6 (60 reviews) | Feature Not Available | 

#### Workforce Management

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Call Monitoring** | 8.9 (154 reviews) | 9.4 (36 reviews) | 
| **Performance Evaluation** | 8.8 (151 reviews) | 9.0 (33 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 7.3 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 5.8 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 5.6 (8 reviews) | Not enough data | 

#### Administrative

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Call Recording** | 9.1 (162 reviews) | 9.4 (38 reviews) | 
| **Reporting & Dashboards** | 8.3 (165 reviews) | 8.8 (39 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.8/10 | 45 |
| **NiCE CXone** | N/A | N/A |

#### Customer Support

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Text** | 9.0 (35 reviews) | Not enough data | 
| **Speech** | 8.9 (36 reviews) | Not enough data | 
| **Knowledge Base** | 8.5 (34 reviews) | Not enough data | 

#### Automation

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Ticket Resolution** | 8.7 (33 reviews) | Not enough data | 
| **Customization** | 8.6 (37 reviews) | Not enough data | 
| **Intelligent Routing** | 9.1 (36 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Learning** | 9.0 (35 reviews) | Not enough data | 
| **Language** | 8.8 (35 reviews) | Not enough data | 
| **Conversational AI** | 9.0 (33 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 248 |
| **NiCE CXone** | N/A | N/A |

#### Generative AI

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **AI Text Generation** | 7.8 (28 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (28 reviews) | Not enough data | 
| **AI Text-to-Speech** | Feature Not Available | Not enough data | 

#### Communication

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Pop-up Chat** | 8.6 (176 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.5 (178 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.4 (131 reviews) | Not enough data | 
| **In-App Messaging** | 8.5 (145 reviews) | Not enough data | 
| **Co-Browsing** | 8.4 (97 reviews) | Not enough data | 

####  Internal Use

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Customization ** | 8.4 (175 reviews) ✓ Verified | 9.1 (11 reviews) | 
| **Conversation Archiving** | 8.7 (168 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.4 (129 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.4 (145 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.3 (141 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.4 (138 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **NiCE CXone** | 7.8/10 | 8 |

#### Generative AI

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.1 (7 reviews) | 
| **Searchable Articles** | Not enough data | 7.5 (8 reviews) | 
| **Community Forums** | Not enough data | 7.5 (8 reviews) | 
| **Mobile Optimization** | Not enough data | 7.5 (8 reviews) | 
| **Personalization** | Not enough data | 7.3 (8 reviews) | 

#### Self-Service Platform

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Branding** | Not enough data | 8.3 (8 reviews) | 
| **Automation** | Not enough data | 8.3 (8 reviews) | 
| **Artificial Intelligence** | Not enough data | 7.9 (8 reviews) | 
| **Integrations** | Not enough data | 8.1 (7 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 47 |
| **NiCE CXone** | N/A | N/A |

#### Generative AI

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **AI Text Generation** | 6.9 (13 reviews) | Not enough data | 
| **AI Text Summarization** | 7.2 (13 reviews) | Not enough data | 

#### Process

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Mentions** | 8.3 (28 reviews) | Not enough data | 
| **Tickets** | 9.0 (31 reviews) | Not enough data | 
| **Macros** | 8.7 (29 reviews) | Not enough data | 

#### Channels

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Email** | 8.9 (33 reviews) | Not enough data | 
| **Social** | 8.9 (34 reviews) | Not enough data | 
| **Live Chat** | 8.8 (35 reviews) | Not enough data | 
| **Phone** | 9.7 (37 reviews) | Not enough data | 
| **Text** | 9.1 (33 reviews) | Not enough data | 

#### Insight

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Surveys** | 9.3 (30 reviews) | Not enough data | 
| **Reporting** | 9.0 (37 reviews) | Not enough data | 
| **Visitor Activity** | 8.9 (33 reviews) | Not enough data | 
| **Help Desk** | 9.4 (31 reviews) | Not enough data | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 7.5/10 | 28 |
| **NiCE CXone** | 6.7/10 | 5 |

#### Generative AI

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **AI Text Summarization** | 7.5 (27 reviews) | 6.7 (5 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |

#### Generative AI

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### VoIP Providers

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 69 |
| **NiCE CXone** | N/A | N/A |

#### Platform Basics - VoIP Providers

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **PBX systems, VoIP Softphone** | 8.5 (8 reviews) | Not enough data | 
| **Call Management** | 8.5 (9 reviews) | Not enough data | 
| **Network monitoring** | 6.7 (8 reviews) | Not enough data | 
| **Integrations** | 7.6 (9 reviews) | Not enough data | 
| **Virtual PBX** | 8.1 (7 reviews) | Not enough data | 
| **SIP trunking services** | 7.9 (7 reviews) | Not enough data | 

#### Basic Communication

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Phone Calls** | 9.6 (65 reviews) | Not enough data | 
| **Video Calls** | 7.5 (44 reviews) | Not enough data | 
| **Instant Messaging** | 8.4 (52 reviews) | Not enough data | 
| **Screen Sharing** | 8.3 (46 reviews) | Not enough data | 
| **Conference Calls** | 8.8 (53 reviews) | Not enough data | 
| **Desk-to-Desk Calls** | 8.7 (54 reviews) | Not enough data | 

#### Agentic AI - VoIP Providers

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Access

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Software Pairing** | 8.1 (54 reviews) | Not enough data | 
| **Browser Extension** | 7.9 (47 reviews) | Not enough data | 
| **Individual Download** | 7.8 (48 reviews) | Not enough data | 

#### Advanced Features

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Hold Music** | 8.9 (60 reviews) | Not enough data | 
| **Automated Attendants** | 8.6 (53 reviews) | Not enough data | 
| **VOiP Number** | 9.1 (61 reviews) | Not enough data | 

### AI Voice Assistants

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 11 |
| **NiCE CXone** | N/A | N/A |

#### Voice Recognition - AI Voice Assistants

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Voice Recognition** | 8.5 (8 reviews) | Not enough data | 

#### Speech Synthesis - AI Voice Assistants

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Speech Synthesis** | 9.0 (8 reviews) | Not enough data | 
| **Customizable speech** | 8.5 (8 reviews) | Not enough data | 
| **Multiple voice actions** | 8.8 (8 reviews) | Not enough data | 

#### Security and privacy - AI Voice Assistants

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Encrypted communication** | 8.8 (8 reviews) | Not enough data | 

#### Compatibility - AI Voice Assistants

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Cross platform compatibility** | 8.8 (8 reviews) | Not enough data | 

### Genesys AppFoundry Marketplace

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 5 |
| **NiCE CXone** | N/A | N/A |

#### Agentic AI - Genesys AppFoundry Marketplace

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | 8.3 (5 reviews) | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Outbound Call Tracking

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.4/10 | 69 |
| **NiCE CXone** | N/A | N/A |

#### Agentic AI - Outbound Call Tracking

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | 6.2 (10 reviews) | Not enough data | 
| **Natural Language Interaction** | Feature Not Available | Not enough data | 

#### Calling

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Record Calls** | 9.4 (62 reviews) | Not enough data | 
| **Generate Location** | 8.6 (54 reviews) | Not enough data | 
| **Call Types** | 8.8 (60 reviews) | Not enough data | 
| **Click-to-Call** | 8.8 (60 reviews) | Not enough data | 
| **Auto Dialer** | 8.9 (12 reviews) | Not enough data | 

#### Contacts

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Personalization** | 8.6 (57 reviews) | Not enough data | 
| **Information Locater** | 8.6 (57 reviews) | Not enough data | 
| **Record Prospect Data** | 8.4 (54 reviews) | Not enough data | 

#### Insights

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Notes** | 8.5 (55 reviews) | Not enough data | 
| **Daily Summary** | Feature Not Available | Not enough data | 
| **Automated Voicemails** | 8.5 (57 reviews) | Not enough data | 
| **Automated Emails** | 8.1 (52 reviews) | Not enough data | 
| **Sorts Prospects** | 8.1 (51 reviews) | Not enough data | 
| **Automated Note Taking** | 8.1 (9 reviews) | Not enough data | 

### UCaaS Platforms

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 67 |
| **NiCE CXone** | N/A | N/A |

#### Agentic AI - UCaaS Platforms

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 

#### Extensions

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Tenancy Flexibility** | 8.9 (43 reviews) | Not enough data | 
| **Native VoIP** | 9.3 (47 reviews) ✓ Verified | Not enough data | 
| **CCaaS Option** | 9.1 (52 reviews) ✓ Verified | Not enough data | 

#### Features

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Voicemail to Email** | 8.6 (39 reviews) | Not enough data | 
| **Voicemail to SMS** | 8.1 (33 reviews) | Not enough data | 
| **File Sharing** | 8.2 (35 reviews) ✓ Verified | Not enough data | 
| **Voice Conferencing** | 9.2 (36 reviews) ✓ Verified | Not enough data | 
| **Video Conferencing** | 8.9 (33 reviews) ✓ Verified | Not enough data | 
| **Conference Transcripts** | Feature Not Available | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 7.5/10 | 45 |
| **NiCE CXone** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Automated Ticket Resolution** | 7.2 (20 reviews) | Not enough data | 
| **Contextual Response Generation** | 7.0 (22 reviews) | Not enough data | 
| **Sentiment Analysis** | 7.1 (20 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 7.2 (20 reviews) | Not enough data | 
| **Multilingual Support** | 7.6 (21 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Proactive Customer Outreach** | 6.9 (18 reviews) | Not enough data | 
| **Feedback Collection** | 7.6 (19 reviews) | Not enough data | 
| **Escalation Handling** | 8.2 (20 reviews) | Not enough data | 
| **Workflow Optimization** | 8.4 (27 reviews) | Not enough data | 

#### Automation

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Customer Interaction Automation** | 8.6 (26 reviews) | Not enough data | 
| **Feedback Collection** | 8.3 (20 reviews) | Not enough data | 
| **Document Processing** | 7.5 (19 reviews) | Not enough data | 

#### Autonomy

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Independent Decision Making** | 6.6 (22 reviews) | Not enough data | 
| **Adaptive Responses** | 6.7 (21 reviews) | Not enough data | 
| **Task Execution** | 7.1 (21 reviews) | Not enough data | 
| **Problem Solving** | 7.2 (20 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **NiCE CXone** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (9):** [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci)

**Unique to Genesys Cloud CX (11):** [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Chatbots Software](https://www.g2.com/categories/chatbots), [Co-Browsing Software](https://www.g2.com/categories/co-browsing), [Genesys AppFoundry Marketplace](https://www.g2.com/categories/genesys-appfoundry-marketplace), [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Outbound Call Tracking Software](https://www.g2.com/categories/outbound-call-tracking), [Live Chat Software](https://www.g2.com/categories/live-chat), [VoIP Providers](https://www.g2.com/categories/voip-providers)

**Unique to NiCE CXone (4):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)


---
## Reviewer Demographics

### By Company Size

| Segment | Genesys Cloud CX | NiCE CXone | 
|---|---|---|
| **Small-Business** | 13.8% | 13.7% | 
| **Mid-Market** | 46.2% | 52.7% | 
| **Enterprise** | 40.0% | 33.6% | 

### By Industry

#### Genesys Cloud CX

- **Information Technology and Services:** 10.9%
- **Financial Services:** 10.2%
- **Telecommunications:** 5.8%
- **Consumer Services:** 5.0%
- **Insurance:** 4.7%
- **Accounting:** 4.6%
- **Banking:** 4.4%
- **Computer Software:** 4.3%
- **Hospital & Health Care:** 3.8%
- **Retail:** 3.6%
- **Other:** 42.9%

#### NiCE CXone

- **Consumer Services:** 10.4%
- **Information Technology and Services:** 8.3%
- **Financial Services:** 7.9%
- **Telecommunications:** 7.1%
- **Hospital & Health Care:** 5.8%
- **Insurance:** 5.8%
- **Retail:** 3.1%
- **Banking:** 2.6%
- **Computer Software:** 2.6%
- **Health, Wellness and Fitness:** 2.6%
- **Other:** 43.9%

---
## Alternatives

### Alternatives to Genesys Cloud CX

- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (610 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (735 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1759 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1579 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6840 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3850 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7326 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (546 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)

### Alternatives to NiCE CXone

- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (610 reviews)
- [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (252 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7326 reviews)
- [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews) — 4.1/5 stars (198 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (735 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1759 reviews)
- [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) — 4.5/5 stars (387 reviews)
- [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) — 4.5/5 stars (75 reviews)
- [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) — 4.3/5 stars (2383 reviews)

---
## Top Discussions

### Genesys Cloud CX

- Title: [Anyone integrated PureCloud with custom CRM?](https://www.g2.com/discussions/anyone-integrated-purecloud-with-custom-crm) — 5 comments, 1 upvote
  > **Top comment:** "No .
But you can use the chrome plugin and use cti by pushing url from this plugin.
don't know if it help."
- Title: [how do i reschedule emails or put them on hold?](https://www.g2.com/discussions/16240-how-do-i-reschedule-emails-or-put-them-on-hold) — 5 comments, 1 upvote
  > **Top comment:** "Best to comment on the Genesys Communities board for answers to these questions, and new features etc. "
- Title: [What kind of software is zendesk?](https://www.g2.com/discussions/what-kind-of-software-is-zendesk) — 2 comments
  > **Top comment:** "Its a sales CRM tool. It's a good option for small businesses."
- Title: [What does Genesys Cloud For Salesforce do?](https://www.g2.com/discussions/what-does-genesys-cloud-for-salesforce-do) — 2 comments
  > **Top comment:** "I collaborated by giving my opinion and observations."
- Title: [What does Zendesk software do?](https://www.g2.com/discussions/what-does-zendesk-software-do) — 2 comments
  > **Top comment:** "It is a ticketing Tool"

### NiCE CXone

- Title: [Does it ever pause or get frozen after a call](https://www.g2.com/discussions/does-it-ever-pause-or-get-frozen-after-a-call) — 2 comments, 2 upvotes
  > **Top comment:** "In three months of use, 40 hours a week.... Not that often thankfully"
- Title: [What is NICE CXone used for?](https://www.g2.com/discussions/what-is-nice-cxone-used-for) — 1 comment
  > **Top comment:** "NICE CXone is basically an customer interaction tool that can help you manage the customer interactions from the platform, via Calls, Emails, etc. An good..."
- Title: [Can I use this application for auto dialed jobs?](https://www.g2.com/discussions/can-i-use-this-application-for-auto-dialed-jobs) — 1 comment, 1 upvote
  > **Top comment:** "Yes. This software has a option with chat, email and voice dail"
- Title: [how to a automatically log in](https://www.g2.com/discussions/how-to-a-automatically-log-in) — 1 comment, 1 upvote
  > **Top comment:** "We don’t have that feature in my position that I know of "
- Title: [How do I monitor the productivity time,  real time for the agents logged in?](https://www.g2.com/discussions/how-do-i-monitor-the-productivity-time-real-time-for-the-agents-logged-in) — 1 comment, 1 upvote
  > **Top comment:** "You would click on New+ in the far-right corner & click on agents. There you would see all the agents you would like to monitor."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/genesys-cloud-cx-vs-nice-cxone)